Leroy Merlin Russia uses Tableau to monitor the service quality in the contact center

GMCS deployed a BI solution based on Tableau for customer assistance quality control at the Leroy Merlin Russia Contact Center, the Russian branch of the international DIY retailer Leroy Merlin. The project was carried out as part of the development of a single analytical solution that the retailer uses to control the quality of customer service in different channels.

The BI solution allows Leroy Merlin Russia to evaluate the work of the contact center in three main areas: calls, polls and the results of the listening to audio files of recorded conversations between operators and clients. A report allows tracking the number of incoming calls to the contact center, the planned and actual number of operators, the average duration of calls (AHT, Average Handling Time), the percentage of lost calls and the number of calls with waiting more than 30 seconds, as well as the implementation of key indicators for the effectiveness of customer support contact center – SL (Service Level), FCR (First Call Resolution), CSI (Customer Satisfaction Index), NPS (Net Promoter Score).

“The contact center remains a key element in the customer interaction chain, which bears a huge burden, especially during peak periods. The BI solution is designed not only to provide an assessment of the operational work of the contact center but also to help find growth points and areas that we can optimize for even more convenient interaction and increase customer satisfaction with the quality of service,” commented Kiril Igorevich Panichev, Head of Customer Support and Telephone Sales, Leroy Merlin Russia.

Tableau provides an end-to-end assessment of the parameters that determine the quality of service. The call statistics section allows tracking the FCR indicator (resolving a client’s question at the first call), with the ability to analyze the topics of repeated calls. For the second line of support, the operational number of calls in different statuses is presented, divided by channels (calls, calls from the site and whiten calls). The planned and actual number of operators, average service time (AHT) and response time to a call in a queue for operators of the second line of support for the current day are monitored.

The survey statistics section shows customer satisfaction with the quality of the advice received through key customer support indices – NPS, customer loyalty to the brand, CSI and CDSAT (Customer Dissatisfaction Index). The dashboard includes a survey funnel of dynamics: the number of calls distributed to operators, proposed questionnaires and completely completed maintenance. The section contains the average score based on the survey results, the percentage of negative ratings, the percentage of negative, the rating of operators by the number of negative ratings, the distribution of calls with negative ratings to those transferred to the store for consultation with a store employee and decided by the operator independently, analysis of the dependence of ratings by CSI / NPS survey from the waiting time of clients in line.

There is an opportunity to view the ratings of operators according to the average rating given by supervisors and the quality department, the results of listening to recorded conversations of operators with clients, the number of audio files listened to, types of errors and the number of audio recordings containing gross errors leading to a zero-final grade.

In addition, the BI solution allows controlling the percentage of fulfillment of listening plans and analyze the dependencies: the ratings of supervisors and the quality department on customer ratings based on survey results, the number of listened audio files from customer ratings based on survey results, ratings of supervisors and the quality department on the experience of operators, etc.

“The development of the BI solution was completed on schedule. The next step will be to create a dashboard for the second line of support of the contact center in order to monitor the implementation of FCR and SLA, track the dynamics of the number of received and resolved requests, average service time and response time to requests in the queue,” added Lyudmila Gaydinova, Project Officer, GMCS.